Customer service

Embedding insurance policies within other products allows for more automation of the sales process than ever before.

Insurers are adapting AI technology to improve customer experience, enhance fraud detection and create accurate risk-ranking models.

Consumers preferred to share data using smart devices in the home: 45% said they are happy to share information via Amazon Alexa, Google Home and the like. A little over a third of consumers (36%) said they were willing to share data through wearables or fitness health tests.

Digital Insurance's State of Insurance 2023 report also reveals that underwriting technology and staffing difficulties are top of mind for insurers.

The carrier and the payroll services provider are working together to increase the flexibility of workers comp underwriting, based on more up-to-date data.

Companies can collect and analyze customer data to provide tailored offerings and targeted promotions based on customer behavior, preferences, and risk profiles.

It is important to leverage human-in-the-loop processes, rather than automating them away, and to surface relevant information for agents to help contextualize interactions with policyholders.

The chief information and operations officer said the company is working to give customers "seamless pickups" from voice to app to website.

In other news: Chewy expands pet insurance nationwide and Tokio Marine launches a market intelligence platform.

So far, the bots are popular conversation partners. Character.AI users have sent 36 million messages to Mario, a character based on the Nintendo 64 version of the video game plumber.

Local embedded and microinsurance models could provide immediate assistance to vulnerable low-income communities at risk of extreme climate events.

Mike Sha, CEO of SigFig writes that agents will need to go beyond insurance to offer more advice on every phase of the financial journey.

The results of Keynova's latest Online Insurance Scorecard placed Progressive first for its online user experience.

In a tight economic environment, insurers and their insurtech partners are starting to move toward underwriting as a target area for transformation.

By digitizing the payout process, insurers empower claimants to choose how money is received.

It can be hard to explain rationally why a digital insurance solution is trusted or not by customers, according to Burr, who is CEO of the iptiQ unit of the insurance company.

Digital Insurance spoke with Kieran Stack, head of delivery excellence and insurance operations at Aon.

Automating the intake of unstructured data results in big improvements in efficiency.